Leveraging member feedback to improve the Gravie experience

Health benefits can be complex, especially for the member — with complicated jargon, endless hoops to jump through and a history of failing them when they need it most, health benefits can be an understandably sore spot for them. At Gravie, our mission is to build health benefits offerings that everyone can love, without leaving members behind, which means identifying ways to improve their experience at every turn. We can’t do that on our own – we rely on our members and employer clients to tell us what’s working — and what isn’t— so we can keep improving their benefits journey. Because everyone wins when we can overcome barriers to help members realize better health outcomes.

Prioritizing customer feedback

Each month, Gravie surveys members to understand their experience of using their health benefits and how their healthcare needs are being met or not met. We want to hear directly from the member — good, bad or otherwise. The feedback is used to measure Customer Satisfaction (CSAT) and Customer Effort Scores (CES) to help Gravie drive product innovation, make operational changes and elevate customer service.

Certainly, we appreciate the positive feedback we receive as it helps indicate what areas are going well. So far this year, 80% of members on the Comfort® plan have told us they are satisfied or very satisfied with their overall Gravie experience and 77% of members find it easy or very easy to work with Gravie. These scores are higher than the industry averages – roughly 56% and 64% – for these categories, according to Forrester data, and while we’re proud of it, we’re not satisfied until we’re at 100%.

Equally valuable to us is when members share their hardships, grievances and ideas for improvement. We use this feedback so we can make their lives easier through our tools, plans and platforms. We take that feedback back to our teams – from product development to customer service, user-experience design and more – and collaborate to drive enhancements and innovation that directly connects to what members tell us they need most. 

For example, last year during Open Enrollment, we discovered a problem for our ICHRA members. There was a lag between when they chose their plan on the individual market and when funding became available to pay their carrier. Hearing this feedback, our product team developed a solution we call First Month Funding, which launched at open enrollment for plan year 2025. It provides members with cash on hand, day one, the moment they enter our system to shop for their plan and pay their first month’s premium. It combines our software processes, financial processes and our enrollment processes to make the experience easier for the member.

Benefits meant to be used and understood

According to research by Perry Undem and KFF, 40% of people said they were always or frequently unsure how much their medical services would cost after they received care. And more than half of Americans are frequently uncertain about whether they had been seen by an in-network provider while receiving care. Due to the maze of health benefits that has been established throughout the years, it makes receiving care difficult and stressful. Gravie was born to counter this — to change what health benefits actively look like, especially for the often-forgot member.  

Gravie’s health plans are meant to be used – not avoided because of confusion, hidden costs or complicated copays. The simplicity of our plan design – providing no-cost coverage on most common healthcare services — goes a long way in eliminating confusion for members. More than that, there is an assurance that they’ll get the care they need, long before it becomes a more severe (and more expensive) issue. 

And when members do have questions, Gravie Care is a phone call away. Our Gravie Care team is there to help members with everything, from understanding their coverage to finding a provider, through interpreting a bill or explanation of benefits.  

“A new health provider is always scary. Every time I called customer service, someone was there to politely and thoroughly answer my questions,” says one Gravie member.  Another shared, “I felt like [the Gravie care representative] went out of her way to help me.”

Building trust with our members in this way is so important. As we listen intently – whether through monthly surveys, Gravie Care calls, pain assessment tools or our care navigation team – members’ voices play a vital role as we continually evolve and enhance Gravie offerings.

If you want to discover what more of our members are saying about us, check out our page of testimonials and hear it straight from them.